Manager, Customer Service

vor 4 Monaten

Schweiz WuXi AppTec Vollzeit

In this position the Manager, Customer Service can lead or participate to all sorts of cross-functional or improvement projects as it relates to supply Chain activities. In particular, transferring NPI projects from their development phase into commercial phase will be very typical for this function.

This includes negotiating and establishing ways of working in agreement with the customer and in line with the site established processes and procedures, as well as amending and improving current processes when required or coordinating site activities.

This function can also diversify into a Customer Relationship Manager role, with some customers after the transition to commercial phase has been completed, as a natural shift and to ensure continuity with our customers.
- Customer Service
- Responsible for converting Purchase Orders received from customers into Sales Orders in SAP system.
- Ensure invoices are triggered on time, as per agreed schedule, project milestones and commitments or contractual clauses.
- Track and monitor Revenue and revenue recognition for the site. Provide revenue estimates to senior management.
- Participate in contracts reviews and quotations establishment.
- Can act as the backup of the Supply Management Associate Director
- Manage and lead projects
- Ensure project scope, goals and deliverables are well defined and understood by the team and stakeholders.
- Lead project team meetings and ensure that meeting agendas and minutes are clear and issued in a timely manner.
- Set and continually manage project expectations and communication with team members and other stakeholders, including projects’ sponsors.
- Develop project plans and timelines with input from all required departments / streams.
- Schedule, track project milestones and deliverables using appropriate tools.
- Establish clear objectives and timelines for the team, monitor and track performance, provide regular feedback.
- Coordinate activity within the project teams and ensure tasks are realized on time, to satisfaction and that the workload is balanced.
- Identify and manage project dependencies and critical path.
- Anticipate project challenges and risks. Prepare, lead, and execute proactive mitigation strategies to ensure optimal results.
- Proactively manage changes in project scope, identify potential crises and devise contingency plans.
- Identify and resolve issues and conflicts with / within the project team.
- Ensure that communication between teams, functional management and senior management are handled in a an efficient, effective, and timely fashion.
- Contribute to a trustful and good working atmosphere and develop a saine team spirit within project teams and with partners.
- Projects and continuous improvement
- Act as a team member in core team projects related to supply area, such as new molecule introduction or process improvement.
- Challenge status quo and pro-actively participate to continuous improvement and inefficiencies reduction.
- Ensure that assigned deliverables and tasks are executed timely and as expected.
- Establish good connection with other team members and drive open discussions to clarify requirements and translate them into clear objectives and sound processes.
- Customer Relationship Management
- Be the business point of contact for selected customers.
- Represent the site in front of customers and contribute to its good reputation. Maintain a good relationship and partnership with customers.
- Communicate performance results and actively participate in discussions, operational or strategic reviews as per agreed governance processes and frequencies.
- Ensure customer concerns are communicated internally and actions are taken accordingly, or appropriate and timely answers are provided.
- Follow-up on customer specific projects or changes internally, ensuring appropriate level of communication is provided to customer’s department representatives.
- Bachelor’s degree required, preferably in related Science or Engineering
- 10 years’ relevant work experience required, preferably in pharmaceutical manufacturing or supply chain, in an international environment with a good understanding of enterprise systems and ERPs.
- 2 years’ experience in customer service and strong customer orientation
- 2 years’ experience in cross functional project or program management, experience in a regulated industry.
- People management experience and excellent communication skills.
- Preferable experience includes laboratory testing, manufacturing or validation (e.g. equipment, process, computerized systems)
- An equivalent combination of education, experience, certification, and training may substitute.

**Knowledge / Skills / Abilities**:

- Knowledge and interpretation of cGMPs, as well as understanding of site quality GxP systems supporting document management and change controls.
- Excellent written and verbal communications skills, fluency both in French and in English.
- Ability to work

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